If you disagree with a charge after your rental, send us a message within 7 days with the reason and any photos that contradict the charge. We review every dispute and reverse it if we agree. If we don't, you can take it to your card network.
How to dispute
Send a message through chat at midtntrailerrentals.com or help.midtntrailerrentals.com, or email [email protected]. In the message, include:
The booking number (in your charge notification email)
Which charge you're disputing
Why you disagree
Any photos or other evidence that supports your view
You have 7 calendar days from the date of the charge to dispute in writing. This window comes from our Fee Schedule and gives both sides a clear timeline to work within.
What evidence helps
Photos are the most useful evidence in trailer-rental disputes. If you have photos that show the trailer in different condition from what we charged for, send those. For example:
Damage dispute: photos at return showing the trailer was undamaged when you brought it back
Cleaning fee dispute: photos at return showing the trailer was clean
Late return dispute: time-stamped photo showing you were at the lot before the return deadline
Photos from your phone's camera roll are fine — date and time metadata help.
If you didn't take photos at pickup or return, we use the photos we have through the booking app. That's why the pickup and return photos through the booking app matter: they're the record disputes get resolved against.
Our review timeline
We review disputes within a few business days of receiving them. If we need more information, we'll message you. If the issue is straightforward (clear photo evidence, obvious mistake on our end), we usually reverse it immediately.
If we agree with your dispute
We reverse the charge to your original payment method. You'll see the credit back on your card within a few business days, depending on your bank.
If we disagree
We'll reply explaining what we found and why we're keeping the charge. We'll include the photos and any other evidence we used. After 7 days from the original charge date, the charge stands unless you take it to your card network.
Chargebacks through your card network
If we deny your dispute and you still believe the charge is wrong, you can dispute it directly with your card issuer (a "chargeback"). This is your right under card network rules. We'd rather resolve disputes directly because chargebacks are slow and reduce the flexibility we have to find a middle ground — but if you've talked to us and we still disagree, the card network is your next step.
When a chargeback comes in, we respond with the same evidence we showed you. The card network decides.
Full terms in your Rental Agreement and Fee Schedule
The dispute process is in our published Fee Schedule under "How Charges Are Documented and Communicated," and is consistent with the payment authorization in § 18 (Payment Authorization) of your Rental Agreement.